Henry Ford said "The only basis for real business is the service". For many companies, the customer service feature is located outside the sales channel, as it is slightly weaker in sales. Still, customer service is an integral part of sales success. Without good customer service, there will be no repetitive sales and repetitive sales are the most lucrative revenue the company can generate.
The sales process is incomplete because the customer has stated that you are purchasing their products or services. During the entire sales process, maintaining goodwill is important, but even more after the purchase. Regardless of your client's previous feelings about the company, the experience he has acquired will have a significant impact on future sales. The customer service does not finish the sale; re-create the sales cycle. Worth to accept the following: "Customer is not considered satisfied until we get the next order."
Although customer service is the last element of many standard sales processes, this is the first element in the repetitive sales process. Ask yourself:
- Did I make sure the agreements with the customer actually took place?
- Did I try to sell it?
- Did I ask the referrer?
- What records do you keep and maintain?
- What feedback did I receive about how the customer benefited from my product / service?
- How to improve customer service?
Why is customer service important?
We have conducted a number of empirical studies on customer service value and the impact of repetitive business. Frederick Reicheld and Earl Sasser said that "if companies were aware that they were actually losing their customer's losses, they would be able to make a precise assessment of their investment in customer retention . They found that customers would become more profitable over time than Heskett, Sasser and Scheslinger co-operated with a training program that assisted managers in understanding customer service life and about how to increase the cost of distribution, and the opportunity to sell them all in the bottom line. It is important to create a culture that employees contribute to the value chain. It has been argued that employee satisfaction results in a service value that results in customer satisfaction and which results in profit and growth. That employees create happy customers.
What customer service?
Just smile and your customers? This is a good starting point, but not just about it.
It is generally accepted that the high standard of customer service is very difficult. Some say that we have not learned it – this is not our tradition. This observation can often be justified by the fact that fewer people are working "in service" since late Victorian and early Edwardian times. What is one of the biggest employment spheres of the day, almost nothing has diminished nowadays.
While this was the case, employment increased in manufacturing, sales, administration, information technology and social sciences. By "putting in service" of the years was a dead end that nobody wanted and would only be a last resort. As a result, the "service" tag is almost stumbled and many see it serving as small mortals.
But the truth is that everyone loves and appreciates good service.
Difference between Good & Poor Service
A frequently quoted, but unassigned, statistics where people were asked – "what would the main difference be somewhere where they got good service and got some bad service" 70 percent of the cases are the answer was "the attitude and behavior of the person providing the service". Whether it is true or not, it seems likely that if we get a bad service somewhere, then we are unlikely to re-purchase this resource.
It is therefore reasonable to assume that good customer service does not imply the product quality advertised by a product that is not something but not) but the quality of people providing goods or services and the customer's purchase of a product or service experience.
It is reasonable to assume that the difference between good and bad services, and when you buy a product or service, you can put yourself in your shoes.
It's relatively easy to create a list of things bought in the last few months and to determine whether the purchase was good, bad or indifferent. Obviously, many purchasing and selling days do this without people interacting (eg online shopping), and for these purposes, you may need to record these activities separately. Although it may seem simple, assessing its own experience and incorporating the customer's shoes should provide sufficient information about the difference between good and bad services.
Analyzing Good Customer Service
Asking a Customer
A simple, yet extremely effective way to provide customer service quality is customer request. The enclosed example is an example of a customer service questionnaire that is used in an auto showroom (customer service questionnaire).
Customer Service Standards defined by the Institute Customer Service. In 2007, research was conducted on what customers think. The top ten answers were:
- Management of Problems and Complaints
- Service Speed
- Staff Assistance
- Handling Issues
- Handled as Valuable Customer
- Personnel Ability  Simple Business
- 60% of staff believe that poor governance [45%] was the main factor contributing to poor customer service, [45%] claimed that their relationship with the leader had a significant impact on customer service
- 60% did not praise enough for good customer service and [10%] 10% said they would never get praise for a job well done
In 2004, the Leadership Institute published a survey of its staff about the causes of bad customer service. The four most important reasons were:
I have defined customer service as:
A business conduct that provides outstanding service to existing and prospective customers; customer loyalty and business repetition; and affect the acquisition of new customers.  A Sales Track
A large life insurance company has revealed that almost 60% of life insurances ceased after the second payment. The same company pointed out that after the policyholder makes four premium payments, the outflows are negligible. The importance of statistics is that customers need to make sure their purchasing decisions are correct or repetitive purchases are likely to stop. At the last step in the sales process – through tracking – you can influence your customers' satisfaction with your purchases.
Consider a customer whose purchase was bad during the past year and is unlikely to increase significantly in the future. Also assume that you have a very profitable account, which accounts for nearly 25% of your total business volume. What kind of tracking and service should you provide to everyone? Of course, the larger, more profitable invoice is likely to receive more attention from you.
For each customer, we need to look at what extensive tracking should be. For most accounts, casual e-mail, letter or phone call is sufficient. For more active clients, you need to perform pager weekly per week. Customers who are most likely to make large purchases in the future will surely deserve the best personal service.
Many sellers like Pareto's principle of selling, saying their customers only provide about 20% of their total sales volume on their territory. By contrast, about 80% of the total sales volume comes from only 20% of its customers.
Your sales principal is to sell profitable products or services. This thumb must be in the service of the drawers. Time is limited, but customer time is often an investment in higher sales and future profits. Even semi-active or potentially missing accounts can become a large number of buyers if service and tracking activities can improve their attitudes towards themselves and their companies.
Tracking activities differ significantly between industry and product. In one extreme, it is unlikely that, during the yearly fundraising, a scout will sell carpet camps that can make subsequent calls during the year. On the other hand, retailer of household goods resold to retailers may require regular suppliers, such as inventory maintenance, commodity publishing, and collaborative advertising programs, which may be part of the tracking. Even the scout team has to give the prizes and publish the list of winners.
Thank you for your communication
is more likely to re-order customers if you make a friendly relationship with your customers. Any activity that helps this relationship, from a simple "thank you" to a handy order, can benefit you and your customers. A simple goodwill maker, but too often ignored, will soon send a letter, card, or email after the call for sales
You can make some formats and then modify it to suit every customer, for example, move to a new location or even become personalized, for example, because of birthdays or an accident / illness. Costs and time spent are minimal compared to goodwill created by "thank you".
Customer Service and Assistance
Even if the product is not delivered personally, a phone call or a personal visit will allow you to help your customers use the goods properly. Customers who do not know how to use the purchase may blame you or the product because of their frustrations and problems. In addition to advising your customers about the correct use of the products, you can call additional items for the items. There may be minor fixes or adjustments that may arise from incorrect installation that can repair or service the service. In some cases, you can create a good deal with customer verification only to make sure that your orders are met and delivered in accordance with your order. You may find some useful suggestions for tracking activities:
- Within a week, deliver a follow-up "goodwill building" visit to your customers to make sure your order is met.
- Make sure the product is satisfactory and properly used.
- Recommend suggestions to customers for ways to improve product efficiency or further use.
- Use the follow-up visit to get new prospects or get referrals.
- Treatment of Any Complaint or Misunderstanding as Possible as Positive and Courtly Attitude
During personal tracking visits, make sure it is not a "waste of time". Before calling, ask yourself, "How can my client take advantage of this call? What do I want to accomplish?"
In some cases, you can develop more satisfied customers by personally delivering product. For example, life insurance agents often provide a personal policy when they are ready and returned from the head office. Five Main reasons for this kind of personal delivery:
- Overview of Policy Features
- Ensure Customer Is Worthy of Receipt
- Warning to the Customer When the next premium is due to ensure that the sale remains solid
- life insurance in the future
- Requesting Referrals
There is a dubious reason for post-sales sales. First, the existing buyer is always a great reference source. Secondly, a kind of professional friendship has emerged, which can be a useful future report for a new prospective client.
Goodwill is related to customer attitudes and feelings. Losing goodwill is actually a loss of sales. The benevolent building is not automatic. You need intentional, conscientious and sincere concern about your clients' interests and needs for a longer period of time. Every step of the sales process has an impact on goodwill
Goodwill is not concrete – you can not put your finger on or you can not measure it exactly in the currency. However, goodwill represents a significant value as it helps the vendor make initial and repetitive sales. In addition, customers have good attitudes for their company and for their products as an excellent reference business source.
Customer Satisfaction and Competitiveness
Long and tiring. Although looking for prospects for new customers, never stop, never stop good relationships with current customers. They deserve the follow up to receive the ordered products or services. Commitment to service requires that current customers buy from you. This service creates a good business. Other products on competitive markets; this is after-sales service that makes the difference. The enthusiastic buyers are one of the best sources for prospects because they are excited about what they buy and want to share that excitement with others. Because of our natural reserve, this is not something we easily do, so we can always notice that a colleague or friend speaks very well of a company.
If customers want what they want at a fair price, they must be fulfilled without any problems. While this is better than dissatisfied, the more you need to keep the customer up and the increase in sales. You need to improve your customer's enthusiasm about your products and services. Must deliver more than the customer expects. This leads to the kind of enthusiasm that creates a climate that ensures loyalty, increases sales and recommendations to others. Here are some suggestions for creating and maintaining enthusiastic buyers:
- Contact Us: after delivery, make sure things are fine. Please check again later and ask the leaders for the new outlook.
- Handle Complaints Immediately: Problems are unavoidable. Do not ignore them. They grow in negligence. Do more than the customer expects to satisfy the complaint
- Be a Friend: Think of a customer as a friend and work them properly. Send birthday postcards or postcards during your holidays. Congratulate him for prizes or promotion.
- Give a praise when it is due: find the things you can give legitimate praise: something the company has made awards, bigger revenue, and big order. Congratulations to the customer personally for prizes, office choices and recognition. Customers also appreciate the attention.
- Send your brochure to our customers: if your customers are doing business, sending leads, or refer to your prospects. Human nature is to respond kindly to all those who enjoy us
Learn more about the competition's products and services. Learn how to bring your products to market, your policies, pricing levels or strategies, the markets they market, and your customers. Use this information to complete a SWOT analysis that was posted elsewhere in this book.
List the strong sales points of your competitors and, next to each list, benefit from a similar or better customer for your own product or service. Do not assume that every prospect or customer knows the strong points of a competitor. Explain your own customer benefits during the sales call. Do not describe or sell your competitors
Analyze why buying tourists or customers from your competitors and making a detailed plan to persuade them to buy from you
. customers are doing business with you
I'm always in close contact with customers to make you more confident.
Get the right to request further orders based on your commitment to the service. Keep in mind: the best customers are likely to be your competitors' best prospects. Let's continue our work to be happy and to buy from you.
Competitor customers are loyal and satisfied because the products or services fit their organization and needs. These conditions can change and change customer satisfaction.
Getting a Preferred Supplier
You must first obtain a list of acceptable suppliers from existing suppliers. To do this, you need to bring awareness and interest and desire for your products or services.
Consider copies of ads, newspaper articles, or trade journal reports in which you and / or your business appear to your customer. Use testimonials and recommendations. This warns customers that other companies accept the same or similar activities.
Invite your customers to visit their factory, headquarters, offices, customer structures, or trade shows.
We recommend that their present suppliers quote fair prices; but continuous introduction of new products and services, inflation, better efficiency, higher productivity, you might be better off.
Request a copy of your bidding specifications and requirements, so you can make a suggestion and quote for review and review
We recommend that you determine whether or not you have a proposal for more money. We recommend them:
- test patterns
- sample equipment
- thirty-day service evaluation period
- money back guarantee
These are all part of what can become an acceptable supplier. Creativity as a sales specialist will indeed be questionable by thinking of ways and means to become an acceptable supplier to the prospects of their current suppliers. there are no problems, we have opportunities. " It is a cliché, but in the case of complaints, it is very true, it is estimated that only twenty complain about the bad service, the overwhelming majority only goes to the worst place, the worst, the average man tells nine people about bad service to you, but you The complaint offers an opportunity to determine the ways of improving services and thus the goodwill of customers
Most of us do not like criticism, so when people complain to us, or not, we try to defend ourselves Even if the complaint is directed personally, which is rarely the case, sometimes we are launching an attack, only making the situation worse
The best way to handle complaints is as follows: –
- Listen carefully to information
- Do not defend or excuse
- Empathize with caller
- Promise to reveal
- Promise to call back and take
Every customer wants to know that: –
- To fully understand the problem
- What will you do with it
If you deal with people in this way, there is no reason why not all such communications result in both parties' satisfaction.
This positive result does not necessarily depend on whether the issue is completely resolved
Remember that when a customer complains they give you a second chance to do it right.
When a complaint arrives by phone:
Write down the facts
- Identify the facts about customers for clarity
- Call back when you said that
- If you have not yet solved the problem, it's a progress report.
I accept the common way to deal with complaints in the body. Procedures related to eye-to-face complaints, telephone and email / email. Make a complaint form. This should include:
- Date and time received
- Who got it?
- Details of the customer: name, phone number. Make sure that privacy standards are consistent with keeping information (each organization must have a written record and make sure everyone is aware of this).
- Details of the Complaint
- The nature of the complaint
- Action and deadline
- Sign when it comes to signing and, where necessary, signature of the leader
- is the process of establishing customer relations to contact the customer two weeks after the date of filing, in order to confirm that the complaint was satisfactorily handled
Staff must ensure that:
- Do not pick up personal complaints or defend yourself; this is not an attack on their competence
- Take responsibility and ownership on behalf of the organization and explain to customers that they do their best to settle.
- Understand that bad news is spreading
- do not come to an argument
- calm and professional
The rule of complaints
A complaint is a customer who is dissatisfied with the service or product he offers, an important message on where to go and important information on the needs, needs, and expectations of our customers. This information can not be purchased
Recovery of Lost Clients
Every organization loses its customers for some very real reasons, such as relocation or closure. Sometimes, however, they are going to do something bad or a competitor makes a better bid. After losing the client to a competitor, ask yourself:
- "What can I do to reclaim this client?"
- "What should I do to make sure I do not lose more customers for similar reasons?"
Prepare a list of things that may have been wrong in your account. Then create a comfortable meeting with your former customer to speak honestly so you can clarify your position. Consider key areas such as price, delivery, warranty or warranty management and service calls
Tell us that you have lost this business in the future, you want to recover. Want to get help helping you identify what has been wrong with discussing the issues. Consider the following:
- Have you kept them with new products or services alike?
- Did you look at them with important price, personal or political changes?
- Did you visit them at an appropriate frequency with your business? did you think it would help them in any way to improve their business by emphasizing the products and services that would help them in the market?
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